FAQs

Frequently Asked Questions

Orders & Shipping

How long does delivery take?
Standard delivery typically takes 3–7 business days. Express options may be available at checkout depending on your location.

Do you offer free shipping?
Yes! We offer free shipping on all orders over €50.

How do I track my order?
Once your order ships, you'll receive a tracking email with a link. You can also visit our Track Order page anytime.

Can I change my shipping address after placing an order?
If your order hasn't been dispatched yet, contact us immediately at info@rapuntek.shop and we'll do our best to update it.

Do you ship internationally?
Yes, we ship to multiple countries across Europe and beyond. Shipping costs and delivery times vary by destination and are shown at checkout.

What happens if my order is delayed?
Occasionally, delays can occur due to high demand or carrier issues. If your order is significantly delayed, please contact our support team and we'll investigate right away.

Will I receive a confirmation email after ordering?
Yes, you'll receive an order confirmation email immediately after placing your order, followed by a shipping confirmation once it's dispatched.

Returns & Refunds

What is your return policy?
We offer a hassle-free 30-day return policy. Items must be unused and in original packaging. See our full Refund Policy.

How do I start a return?
Contact us at info@rapuntek.shop with your order number and reason for return. We'll guide you through the process.

How long does a refund take?
Once we receive and inspect your return, refunds are processed within 3–5 business days. The time to appear in your account depends on your bank or payment provider.

Can I exchange an item instead of returning it?
Yes, exchanges are possible subject to stock availability. Contact our support team to arrange an exchange.

What if my item arrived damaged or defective?
We're sorry to hear that! Please contact us within 48 hours of delivery with photos of the damage and we'll arrange a replacement or full refund at no cost to you.

Do I have to pay for return shipping?
Return shipping costs are the responsibility of the customer unless the item is faulty or we made an error with your order.

Payments

What payment methods do you accept?
We accept all major credit and debit cards, PayPal, and other secure payment methods shown at checkout.

Is my payment information secure?
Absolutely. Our store uses SSL encryption and all payments are processed through secure, certified payment gateways. We never store your card details.

Can I pay in instalments?
Instalment payment options may be available depending on your location and the payment methods shown at checkout.

Why was my payment declined?
Payments can be declined for several reasons including incorrect card details, insufficient funds, or bank security checks. Please double-check your details or contact your bank. You're also welcome to try a different payment method.

Will I be charged in euros?
All prices on our store are displayed in euros (€). If your card is in a different currency, your bank will apply their standard conversion rate.

Products & Warranty

Are your products covered by warranty?
Yes. Most products come with a manufacturer warranty. Details are listed on each product page and in our Warranty page.

Are your products quality tested?
Every product we sell is carefully selected and quality tested to meet our standards before being listed in our store.

Are the products compatible with all devices?
Compatibility information is listed on each product page. If you're unsure whether a product is compatible with your device, feel free to contact us before purchasing.

Do you restock sold-out products?
We do restock popular items regularly. If a product you want is out of stock, check back soon or contact us to be notified when it's available again.

How do I know which product is right for me?
Our product descriptions include detailed specifications and use cases. If you need personalised advice, our support team is happy to help you choose the right product.

Account & Privacy

Do I need an account to place an order?
No, you can check out as a guest. However, creating an account lets you track orders, view order history, and enjoy a faster checkout experience.

How do I reset my password?
Click 'Forgot password' on the login page and we'll send you a reset link to your email address.

How do you use my personal data?
We take your privacy seriously. Your data is used only to process orders and improve your shopping experience. See our full Privacy Policy for details.

Can I unsubscribe from marketing emails?
Yes, every marketing email includes an unsubscribe link at the bottom. You can also contact us directly to be removed from our mailing list.